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Scholars in many disciplines have examined the importance of and the process of building various forms of trust. This paper studies the trust relationship in Financial Services Information Systems (FSIS), where trust plays an important role as it has a positive effect on customer satisfaction and leads to a higher level of customer loyalty. Certain system properties of FSIS create unique challenges...
Supply Chain Management is a management of goods, capital and the information flowing in the network composed of providers manufacturers, distributors and customers. The supply chain starts and ends with the customer. Six-Sigma simply means a measure of quality that strives for near perfection. Six-Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving towards...
In this paper, we study the impact of corporate image and customer expectation on customer satisfaction in power supply industry. We took 1150 customers of Jiangsu Electric Power Company (JEPC) as samples and made an empirical analysis with SAS software. It was found that corporate image had remarkably positive affect on customer satisfaction while customer expectation had weakly negative affect on...
The service failure is sometimes inevitable because of the high interaction characteristics of service products. Based on the experimental method of scene simulation, this research examines the negative emotion, the recovery expectation, the perception control and the complaining tendency of grouping consumers when facing with service failure, by using the SPSS software. Several conclusions are drawn...
Companies moved into E-commerce have not fully prepared for handling the subsequent surges in product returns. Thus, it has become increasingly important that developing reverse logistics management to cope with new challenges. Focusing on this situation, this paper will firstly explain the concepts of E-commerce and reverse logistics; next, discuss the importance of developing reverse logistics for...
This paper is concerned with the comparison of a factory managed inventory (FMI) supply chain to a traditional forecast-based orders supply chain. The particular emphasis of this paper is the impact the FMI structures have on the ''Bullwhip Effect'' generated within the supply chain. We especially focused on the relationship between the sales site and the factory site, and the developed FMI supply...
During building up the competitive advantages, many high-tech enterprises invest abundant resources in know-how knowledge, that is to say, they highlight technological innovation, while paying no heed to know-who knowledge, especially the know-customer knowledge, which means they disregard service innovation. This is a misconception. As the technologies and functions of products of high-tech enterprises...
Brand love is one of useful constructs and concepts. For understanding the brand love's forming mechanisms, this article empirically explores the effect of perceived quality and value on brand love, and the mediating roles of customer satisfaction on the relationship between perceived quality and brand love. Using survey of Chinese university students, this article finds perceived quality and value...
Internal markets have been identified due to exchanges of values existing inside the organization. The existence of internal market advocates the concept of internal customers. Companies with an internal customer orientation have more power in human resource management and gaining competitive advantages. This paper investigates how internal customer orientation can have positive impact on employee's...
Interaction is the main characteristic of service during service delivering. There are three kinds of interaction, which is interaction between customer and service personnel, customer and service surrounding, and customer and other customers. However, few researches have paid more attention to the customer experience during service interaction despite that experience quality has an important effect...
The satisfaction analysis is often used in management methods; there is customer satisfaction analysis in marketing management and employee satisfaction in human resource management, and so on. Satisfaction is related to a wide range of analytical applications, this article chooses agricultural insurance to study as an object and uses fuzzy evaluation method for the agricultural insurance satisfaction...
According to the characteristics of the information service and the principle of setting the information service evaluation index system, this paper sets up the information service performance evaluation index system including financial indicators, customer satisfaction, the technical innovation ability and the human capital investment based on the thought of the performance evaluation, such as intellectual...
Customers are resources of the enterprises' profits, Customer satisfaction degree is defined as a measure of how a firm's product or service performs compared to customer's expectations. With the market developing quickly, how to improve the customers' satisfaction degree has become the main task and object for one company. It has been a subject of research due to its importance for measuring marketing...
The research focuses on the relationship among the factors of service quality, customer satisfaction and customer loyalty. Considering the fact that the manner of handling complaints of banks might influence the loyalty of customers who had these complaints, the research attempts to put complaint handling in the customer loyalty model and learn its impact. Based on literature review, we propose the...
Customer loyalty is very important to telecommunication operators, and this paper intends to find out the influential factors of customer loyalty for mobile services. The paper first clarifies the meanings of customer behavioral loyalty and attitudinal loyalty, and analyzes the main driving factors of customer loyalty. It then constructs an effective mechanism model for customer loyalty programs,...
Nowadays increasingly fierce market competition focuses on quality. Only through the pursuit of high-quality products and services, is it possible to have a high international competitiveness. From the viewpoint of strategic management accounting, based on the theory of value chain, this paper explores the relation between quality and competitive advantage and points out quality chain and value chain...
4C theory is proposed in a context of demand-oriented market, take customer satisfaction as the top priority pursuit. compare with 4P theory which is product-oriented, customer-oriented theory of 4C has been great progress and development, 4C theory widely used by corporate. With the continuous deepening of the practice, value is growing importance, prompting companies must develop 4C marketing Countermeasures...
This study explores the impact process of customer participation on customer attribution, as well as the intermediary functions of expectation and perceived control in the impact process through experimental method. It offers an explanation from the perspective of attribution for studies on the intermediate factors in the transmission mechanism between customer participation and satisfaction, thus...
In software development, there are two broad schools of thought: the traditional sequential or the “Waterfall method” and the iterative or the “Agile method”. This paper aims to discuss about the pitfalls of traditional methods in developing a product and the application of agile methods to improve the process. Agile aims to deliver a customer-driven product in time and budget. The paper is supported...
This research is based on the Resource-Based Theory and Expectation-Confirmation Theory to examine the factors affecting on Blog dependence using 639 college students as samples. As expected, the results of structural equation model showed that value, rare and imitate have a positive effect on service utility, separately. Information exposure has a positive influence on trust. Trust and service utility...
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